3Com Corporation today announced a new solution that helps businesses benefit from call centre applications for faster and more efficient customer service. Working in concert with 3Com`s market leading Networked Telephony solutions, the NBX Call Centre solution was unveiled this week at CT Expo in Los Angeles, Calif. and addresses the growing need to give businesses affordable, yet advanced call centre capabilities.
Expected to be available in the U.S. late March 2001, the NBX Call Centre works with 3Com`s NBX 100 Communications System and SuperStack 3 NBX Networked Telephony Solution to enable fast, reliable call handling for small businesses, remote and branch offices and company departments. Designed for call centres with up to twenty-five agents, the application simplifies call processing flow and management to help improve users` experience and productivity. These benefits are a result of the NBX Call Centre`s sophisticated intelligent call routing, graphical alarms, drag-and-drop queue assignments, extensive real-time graphical monitoring and reporting capabilities.
"With the NBX Call Centre, we`re giving businesses the ability to meet the demand for improved customer service," said Ed Wadbrook, director, Voice Solutions, 3Com. "This solution gives businesses sophisticated call management features traditionally associated with high-end, expensive call centre packages. Now, businesses can benefit by integrating call centre capabilities in existing voice and data networks to help improve the bottom line."
The NBX Call Centre solution offers varied levels of access and management. Agent control capabilities allow call agents to easily access the system to queue and manage calls. Supervisor functions let designated users manage call assignments, as well as create real-time displays, evaluate agent talk time and monitor line and agent availability. The solution`s administration capabilities allow an administrator to view logged on agents, define queues and workgroups and escalate calls based on time spent on hold.
Robust Reporting and Alarm Capabilities Set 3Com Apart
3Com NBX Call Centre offers robust real-time reporting and alarm capabilities that aid in the management of a high-volume call centre. The reporting functions enable administrators to gain real-time information on call handling, management and productivity.
The supervisor and agent alarm controls of the NBX Call Centre solution ensures calls are routed within an appropriate timeframe and managed effectively by the agent. As a result, businesses distribute calls evenly within the organization, improving both customer and agent satisfaction and preventing call overload and drops within the system.
3Com Brings Radical Simplicity to the Call Centre
The installation of the NBX Call Centre solution is simple and quick. Customers can have the system installed and process calls in days rather than weeks, allowing organizations to focus on call management and avoid the hassles of building and implementing complex technology.
Easy to use and manage, the NBX Call Centre solution enables real-time monitoring of agents, lines, queues and call status. Drag-and-drop assignment capabilities let administrators better manage incoming traffic and prevent abandoned calls.
3Com Reaches Remote Networked Telephony Users
With the NBX Call Centre solution, businesses can set up remote operations anywhere without sacrificing voice quality or customer service. Using a NBX business phone linked to the IP connection of their home office or satellite locations, remote users enjoy the same call centre features they would have at company headquarters.
The NBX Call Centre solution offers intelligent call distribution up to 100 queues and scaleable support for up to twenty-five agents, two supervisors, and one administrator and database manager. The application also includes auto attendants, interactive voice response (IVR) and a computer telephony integration (CTI) link.
Pricing and Availability
The NBX Call Centre solution is expected to be available late March 2001. An eight port, ten-agent software bundle, including one supervisor, administrator and report manager, plus hardware will cost approximately $37,495 USD.
Other 3Com Networked Telephony Solutions are available through 3Com NBX Sales Authorized Partners. For more information, please call 1-800-NET-3COM.
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3Com Corporation
3Com simplifies how people connect to information and services through easy-to-use, connectivity products and solutions for consumers and commercial organizations. The company also provides access infrastructures and IP services platforms for network service providers. For further information, visit www.3com.com or the press site at www.3com.com/pressbox.
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